FAQ And Troubleshooting

I changed something in console, but the public site still looks old.

Check whether the change affects cached public content. Try a hard refresh, verify the correct workspace and site slug, and check whether the relevant webhook or revalidation path is enabled. Branding, pages, products, forms, and settings can use cache tags or webhook invalidation before the public site updates.

The wrong workspace is showing in console.

Use the workspace picker or switcher to select the correct workspace. Console admin URLs are flat and rely on the selected-workspace cookie, so /settings/general belongs to whichever workspace is currently selected.

If the wrong workspace keeps returning, sign out and back in, then confirm the user is a member of the intended workspace. Escalate with the user email, intended workspace slug, current route, and timestamp if the picker shows the right workspace but the page data does not change.

A console section is visible but disabled.

Check Settings > Features. Some navigation items stay visible for discoverability even when their module is disabled for the workspace.

If the feature is enabled but the section still cannot be used, check the operator’s role, workspace plan, and any launch or setup prerequisite that the module depends on. Avoid changing public-site content to hide a disabled state until you understand whether the feature is intentionally unavailable.

The public site does not load for a custom domain.

Check Domain and Email settings, DNS records, the DNS provider, and whether the domain routes to the intended site. In local development, use the path form /{site-slug} instead of expecting production subdomain routing.

Capture the exact hostname, DNS provider, workspace slug, and whether the platform fallback URL works. If the fallback works but the custom domain fails, focus on DNS, certificate, domain mapping, and redirects instead of product, booking, or page content.

Customers cannot check out.

Check:

If the issue happens after payment return, inspect the order and payment status in Sales and Payments.

Separate checkout-start failures from payment-return failures. If the customer cannot begin checkout, focus on catalog, inventory, shipping, tax, checkout settings, provider availability, and site status. If the customer paid but the order looks wrong, focus on payment session state, webhooks, order creation, customer linkage, and provider reconciliation.

Booking times are missing.

Check:

1. Business hours.
2. Service duration and buffer.
3. Staff availability.
4. Availability overrides.
5. Existing bookings.
6. Calendar sync.
7. Deposit and payment rules.
8. Feature flags.

After checking configuration, test one service that should have availability and one day that should be blocked. That comparison helps separate a global scheduling problem from a staff-specific calendar conflict, timezone mismatch, or service-level rule.

A booking shows the wrong payment action.

Review the booking detail payment surface and the workspace checkout settings. Deposit collection, hosted invoices, embedded checkout, manual payment, and final balance collection can lead to different actions. The booking detail page is the operator source of truth.

Also compare the booking state with the configured service payment rule. A booking awaiting deposit, a booking ready for final balance, and a manually paid booking should not present the same action. If public manage links disagree with the console, inspect booking payment state, invoice/session status, and whether a stale manage page is cached.

Customers are not receiving email.

Check Domain and Email, Email Notifications, SendGrid/OpenSRS sender configuration, DNS, customer email address, unsubscribe state, and whether the action actually emitted a notification.

Use a known internal recipient first so you can distinguish provider delivery from customer-specific suppression. If internal mail works, inspect the customer record, bounce status, notification preferences, and whether the message was transactional or marketing.

Google Analytics is not recording traffic.

Check the GA4 Measurement ID format, whether GA4 is enabled, whether the public site loads the unified Google tag, and whether customer consent permits analytics storage.

Remember that provider reporting can lag behind the browser event. Verify the tag and consent behavior on the public site before declaring analytics broken, and document whether internal testing traffic is filtered from the property’s reports.

Google Ads conversions are not firing.

Check the Google Ads Conversion ID, optional conversion label, consent mode, legal acknowledgements, GPC behavior, and whether the customer reached a conversion page such as booking confirmation. Conversion events should not leak booking tokens or sensitive query parameters.

Confirm the browser event before judging provider reporting. Ads dashboards can lag, but the public confirmation page should still respect consent, dedupe repeat views in the same browser session, use the configured conversion label when required, and avoid sending access tokens in URL data.

Google Business Profile is disconnected.

Open Integrations > Google Business Profile and review connection status. Reconnect with an account that has access to the listing. If reviews are missing, confirm the workspace is mapped to the intended listing.

Business Profile issues are often account-permission problems rather than site problems. Confirm the Google account owns or manages the listing, then verify that website, booking, phone, service-area, and review links still match the production site.

Calendar sync is not working.

Check the connected calendar provider, token status, selected calendar, staff assignment, availability rules, and recent sync status. Disconnect and reconnect only after confirming the provider account still has access.

Test with a known conflict on the selected staff calendar. If the conflict does not block public availability, inspect staff mapping, timezone, event visibility, and whether the service is configured to respect that provider calendar.

Orders are not ready to ship.

Check payment status, fulfillment state, shipping address, product dimensions, package presets, origin address, zones, rates, and provider configuration. Multi-parcel or carrier-specific shipments may require different settings.

Do not buy a label until the order, address, package, and carrier expectation are all clear. If the order is paid but not fulfillable, record the blocker on the order and notify the customer only after the shipping owner confirms the next action.

Forms submit but nobody sees them.

Check the form’s console destination, Inbox, Responses, Email Notifications, and customer record linking. Test with a clean submission and verify both the public success state and the console event.

If the public success state appears but no operator sees the submission, inspect routing and notification ownership first. Make sure the form has a monitored destination, the team knows where submissions land, and the customer’s reply path is visible in the console.

How do I pause a live site quickly?

Use the narrowest control that solves the problem:

• Pause ads for tracking or conversion problems.
• Disable checkout for payment problems.
• Hide a feature for product, booking, or form problems.
• Set the site to protected or draft for broad launch problems.
• Disconnect an integration only if it is the source of the issue.

Where should I look first during launch?

Watch Insights, Sales, Scheduling, Payments, Shipping, Inbox, Customers, and the public site itself. The first real user actions usually reveal missing notifications, incomplete inventory, payment settings, or confusing content.

Assign each surface to a person before launch so nobody assumes another operator is watching it. The first launch window should have a clear owner for checkout, bookings, notifications, support, analytics, and rollback decisions.